Job Summary

This role supports a global customer service team in a hybrid work model handling inquiries and issues across multiple channels while maintaining a consistent high quality experience. The position focuses on efficient case management clear communication and accurate documentation using standardized tools and processes. The role offers rotational shifts and exposure to store operations scenarios with an emphasis on continuous learning and service excellence.

Responsibilities:
Resolve customer inquiries related to orders payments or service requests by researching information and providing accurate and empathetic responses that address the core issue

Maintain high standards of communication by using clear language active listening and aligned messaging that reflects the company brand and values in every interaction

Record detailed case notes in the customer service system by capturing context actions taken and outcomes so that future agents can easily understand the interaction history





Escalate complex or high impact issues to the appropriate support teams by following defined criteria and timelines to minimize customer impact and maintain service quality

Collaborate with peers and supervisors in a hybrid work setting by participating in virtual huddles and feedback sessions to share insights and improve service practices

Adhere to rotational shift schedules by reliably managing start times breaks and handovers so that coverage is always maintained for customers in different regions

Follow store operations related guidelines when relevant by understanding basic concepts like inventory reservations returns and promotions to support frontline store teams and customers

Use knowledge base articles and standard scripts by regularly consulting and updating content to keep responses consistent accurate and aligned with latest policies

Contribute to customer satisfaction targets by tracking personal performance metrics such as response time first con

📌 Pe-customer Service Pr (Indore)
🏢 Cognizant
📍 Indore